Preparing for the 'next normal'

COVID-19, travel restrictions, shutdowns and lockdowns have brought about an unprecedented impact on lives and livelihoods in the entire world. Much has been said about it and while it is affecting the health, economy, business and geopolitical structures of every country, Sri Lanka included, one needs to look beyond…

The majority of businesses are entirely focused on adapting methods to survive. However, I believe that at the heart of every crisis lies an opportunity for hospitality businesses to take stock, redefine priorities and rebound. And that using this downtime to improve, rather than stay in limbo, is of paramount importance as well. Because, as the post COVID-19 landscape unfolds, only those who have adapted to the future and who have the agility and ability to effectively respond to the ‘next normal’ will succeed.

History shows that crisis acts business recover as a catalyst to change, and this is the perfect time to think beyond just business recovery. One has to begin thinking through the contours of the next normal. This downturn therefore, is an opportunity to shift focus to mitigating the current situation, and to:-

• Look introspectively at operations and single out areas for improvement.
• Outperform competitors when demand returns.
• Be better positioned to capture market share when the crisis is over.
• Get greener: where the need to operate in a more sustainable manner will be even more important.

This also represents a great time to ensure staff is up to date on any relevant training, embracing opportunities for enhanced productivity and improved workflow practices.

The situation we are in also brings new business models and opportunities, in defining for instance new delivery concepts, human capital sharing platforms, defining standard operating procedures, social media plans etc. 

Hence, those who are in the hospitality industry, savvy enough to launch the right initiatives and  using the downtime to ‘Up one’s game’ are clearly taking a visionary and right direction.

Ilzaf Keefahs – is a freelance writer who enjoys focusing in hospitality related matters that he is passionate about and likes to share his views with hoteliers and customers alike. He delves into the art of hospitality to figure out both customer service and consumer trends that impact the industry.

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